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Loyalty doesn’t have to be about discounts
Loyalty in 2012 has gone far beyond the loyalty card. In a great post by Tom Fishburne, Trader Joes is shown as a company with no loyalty card that simply makes itself so valuable to its customers that...
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Absolutely everyone, everything is a social, mobile network
A few months back the Golden State Warriors launched their iPhone app and quietly ushered in a new era of mobility for the Warriors fan. The fan’s connection to the team now extends beyond the game and...
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How I beat Las Vegas (but shouldn’t have)
I left Las Vegas yesterday afternoon after five days in town for TUCON 2012 and drove back to Los Angeles where I live. The evening sky was amazing and the desert was gorgeous from the luxury of my...
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When the big event isn’t a sale
We’re heading into Columbus Day Weekend in the U.S., giving us a great chance to look at the fundamental changes that technology is bringing to retail. The new game is event-based marketing. Big Sale!...
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From customers to rabid fans
In the age of the digitally connected customer, we’ve never had more opportunity to connected personally with customers and create ‘fans’. But where to make the big bets and how to learn to do this...
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Looper teaches us the future of customer experience
I remember years ago watching Steven Seagal come back from a coma to kick Senate butt in Hard To Kill, and the particular scene where he scribbles an old proverb on the toilet seat that the...
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Money for nothing and the clicks for free
The Internet is coming up on 20 years soon and there will be an enormous amount of analysis on how it changed the world. There’s no doubt that it connected, globalized, outsourced, and mobilized our...
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The 12 Days of Christmas – Loyalty Lab Style
The following was a post written for Loyalty Lab and their event-driven approach to loyalty. With Black Friday behind us and Christmas just weeks away, retail establishments across the world are in...
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The true cost of customer service ?
According to a recent report commissioned by Oracle, 81% of European consumers would happily hand over more of their hard-earned for a better customer experience and that consumers will eventually turn...
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The Mayans were only partially wrong
So we’ve survived the Mayan Apocalypse and a passion-filled election here in the U.S. only to face the “Fiscal Cliff”…will our troubles never end? New years are a chance for new starts so it would be...
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Order-ahead, pay-ahead from your cellphone: The race is on
Just today PayPal announced that they added more retailers to their in-store payments application and are now at 18,000 retail outlets in the US. Amazing how technology that everyone expected would...
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High Street is dead and it’s all your fault
Within a week three big and well established UK retail chains will more than likely disappear for good. For Jessops that’s already happened, for HMV and now Blockbuster it’s about to. It continues the...
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Delighting customers is the new black
Customer experience management is a very hot topic because so much is in flux at the same moment. Before recent times, we managed customers as demographic segments and used focus groups and segmented...
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Just who owns the customer, anyway?
As technology expands rapidly to manage customer experience, a subtle shift is under way in who gathers and uses loyalty and other data to manage the customer relationship. No one needs to remind us...
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Climbing Into the Shopping Cart
Loyalty benefits are often thought of as offers that kick in before the shopping trip and discounts which are taken at the register. Rarely are they thought of as being delivered in the midst of the...
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Holy shift, Batman: Marketing becomes one-to-one
Our parents’ marketing was a one to many game involving segmentation and messages. Better segmentation and better messages were the constant goal. Forget that. It all just changed. Marketing going...
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Personal Connection is Coming Full Circle
This is a guest post by Ted Rubin. Personalization is the new black. The marketing and selling story of today involves knowing and seeing your customer the moment they arrive on your physical or...
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Loyalty beyond the punch card
The following is a guest post by David Rosen. This is the beginning of our blog series on loyalty for SMBs. We spend a tremendous amount of time with owners of small to medium sized businesses –...
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An Excellent View of the Peak of Loyalty
What if the biggest fans of your brand are able to step outside the shopping experience simply because they follow their passions? That’s exactly what The North Face offers to its customers when they...
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So many acronyms…
Everyone wants to categorize and define the increasingly fast evolution of how businesses sell and their customers buy. Getting ahead of the trend is everyone’s goal, but we know intuitively that some...
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